What if something goes wrong with my order?

Sales are final on AptDeco, but we've got you covered in the situations that matter. Find your situation below.

The item doesn't match the listing

If your item arrives and it's the wrong item, missing pieces, or doesn't match the listing's stated condition, brand, size, or authenticity, you qualify for a full refund under our Money-Back Guarantee Policy. Message us with photos as soon as you notice the issue and we'll take it from there.

The item matches the listing, but it's not right for you

If the piece is accurate to the listing but just isn't working out, we'll help you resell it through AptDeco and waive our selling fee, so you're not out of pocket for changing your mind. This is our money-back guarantee — see that article for the full details.

The item doesn't fit in my space

If the listing's dimensions were accurate but the item simply doesn't fit your building or apartment, the sale still completes as agreed — this isn't treated as a misrepresented listing. From there, your best option is usually to resell through our money-back guarantee. Carefully measuring your space and doorways before you buy is the best way to avoid this altogether.

My delivery was missed

If our team couldn't reach you or was denied entry at your scheduled time, we'll notify our dispatcher and work with you to reschedule. No refund is needed here — just a new pickup or delivery window.

Building damage occurred during pickup or delivery

This happens in fewer than 1% of our deliveries, but if it does, contact us right away with details and photos. Our team will walk you through the claims process.

Still not sure where you fall?

Email us at hello@aptdeco.com with your order details, and we'll assist you!